Customer Service Operation Manager In Vivo Diagnostics Italy (m/f/d)

Customer Service Operation Manager In Vivo Diagnostics Italy (m/f/d)

Join to apply for the Customer Service Operation Manager In Vivo Diagnostics Italy (m/f/d) role at Siemens Healthineers.

Join us in pioneering breakthroughs in healthcare. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Responsibilities

• You will ensure the delivery of services at operational level with respect to process adherence, service quality and Service Level Agreement with Customers.
• You will manage the organization unit assigned and lead and coordinate dedicated management and staff.
• You will oversee the implementation and utilization of support tools and technologies that streamline customer support processes. This can range from ERP systems to AI-based tools and knowledge management platforms.
• You will ensure that customer interactions are handled with care and professionalism, aiming to enhance customer satisfaction and retention. This often involves handling escalated issues and maintaining awareness of major customer concerns.
• You will ensure operational performance through adherence to CS processes and the Siemens Healthineers Quality System.
• You will generate detailed reports on customer support performance and using data analytics to make informed decisions. This often involves analyzing trends and patterns in customer interactions to identify areas for improvement.

Qualifications

• You have successfully completed a Degree in Engineering or equivalent fields.
• You have several years of experience in the customer services environment and managing customer satisfaction in complex matrix organizations.
• You have a keen analytical mind for interpreting performance metrics and customer data. This involves identifying trends, potential issues, and areas for improvement through data-driven decision-making.
• You are familiar with support technologies such as ERP, CRM, ticketing systems and analytics tools. An understanding of how these technologies work together to streamline support processes is crucial.
• You have strong leadership skills that are essential for managing and inspiring a support team. This includes the ability to delegate tasks, provide constructive feedback, and foster a positive team environment.

To find out more about the specific business, have a look at www.siemens-healthineers.com.

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